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spaces. But introducing a new way of working isnt quite that easy, explains Roelofsen, especially when new TOPdesk users react sceptically to the tool. The IT
and is the only company to deal with the Netherlands entire water chain. Waternet purifies waste water, produces drinking water and keeps surface water clean and at sufficient levels. The latter is contracted out by the water board Waterschap Amstel, Gooi en Vecht and the Amsterdam city council. Waternet supplies clean and safe potable water to 1.2 million people in the central and west Netherlands. Waternet is also responsible for rivers, ponds and lakes in these regions.
department was already used to working with TOPdesk. Employees from the Facilities, Documents and Records and Human Resources departments on the other hand find human interaction more important than IT employees do. Because of this, some people viewed the tool as hindering their service.
Attention to communication
In order to turn his colleagues reticence into enthusiasm, Roelofsen took a structured approach to the implementation. At the start of the process we discussed our approach and wrote a product description for communication that would serve to introduce the Self Service Desk, Roelofsen recalls. No matter how much you organize or how often you post on the intranet, the impact will never be big enough. With such a big change, you have to be more
IT and Facilities
When Waternet was founded some five years ago, TOPdesk emerged as the best tool for IT management. Rik Roelofsen, TOPdesk application manager, worked closely with colleague Jody van Kerwijk from the start. Jody was manager of the facilities service management system at the time. Roelofsen explains the situation. There came a point where Facilities wanted a system more attuned to the departments developments. Waternet wanted to reduce the number of applications and improve support of internal employees, so we formed a project team to select a single central system
TOPdesk the obvious choice. Many of the processes surrounding Asset management have been included in TOPdesk, offering great improvements. For example new, relocating and exiting employee processes are now dealt with entirely within TOPdesk. Roelofsen explains.
Challenges
Choosing a tool was relatively easy, but integrating it into the existing methodology was something else entirely. After introducing TOPdesk, Waternet began using the Self Service Desk to reserve meeting rooms and parking
direct when communicating. Thats why we discussed the role our communication would play at such an early stage of the project and why communication was an important part of the project planning. Roelofsen also included the internal media channels that would be used to >>
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Personal approach
In addition to using promotional material, Roelofsen underlines the importance of a personal approach. He regularly visits the Facilities department to help them with TOPdesk. This means Im no longer just that guy from the eleventh floor who does things with TOPDesk. Personal support is also a very important part of an implementation. People find it that bit easier to come to you with questions or problems.
Impressive results
By timing the communication releases correctly and involving employees in the projects objectives, TOPdesk was introduced very successfully. At Waternet, the Self Service Desk in particular is now used much more. Roelofsen is very pleased with the results. The Self Service Desk promotion was very well received. Facilities have noticed that the number of phone calls has gone down and already half of the reservations are made via the Self Service Desk, even during the holiday season! Employees like the fact that they are now more independent. They are no longer left waiting on the
Waternet Service desk employees
telephone if they want to reserve a parking space, they just request it themselves via the Self Service Desk. According to Roelofsen, the Self Service Desk offers another
important advantage. Now that supporting departments have been brought together in the Self Service Desk, people work more closely with one another. In the past, departments were primarily
concerned with themselves, but now they are required to confer more often. As a result, they soon find that they learn a lot from each others procedures! The Self Service Desk is a positive step towards one central service desk.